<div class="content-intro"><h1><strong>Who We Are</strong></h1> <p><span style="font-weight: 400;">At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people.</span></p> <p><span style="font-weight: 400;">We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you.</span></p> <p><span style="font-weight: 400;">We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team.</span></p> <p><a href="https://www.justworks.com/careers#values"><span style="font-weight: 400;">Our Values</span></a></p> <p><span style="font-weight: 400;">If this sounds like you, you’ll fit right in.</span></p></div><h1><strong>Who You Are</strong></h1> <p>As the Director, Customer Success, you will be a vital part of the leadership team for Justworks' broader Customer Success organization. In this role, you will lead Justworks' Customer Success team, bringing a customer success-minded vision grounded in revenue growth, and approach to leading this critical and evolving customer-facing function.</p> <p>You will oversee and lead a 60+ person organization that is responsible for Justworks’ largest customers- providing strategic guidance to them throughout their Justworks journey. The team provides strategic support through all aspects of a company’s time with Justworks- supporting annual health insurance renewals, product optimization and evaluation and adoption of new products and solutions including ancillary benefits features, and more- ensuring total value realization. You will focus on driving success within our named account segment through mentoring and planning for a team of Customer Success Managers and the frontline managers overseeing them. You will foster a best-in-class servicing organization through partnership with key stakeholders, including our customers, to ensure viable and value-adding services to the business. You will report directly to the Senior Director of Customer Success.</p> <p>This position plays a key role in driving happiness for our customers while simultaneously increasing revenue to the business. In order to be successful, the Director will need to be:</p> <ul> <li>A strategic business leader- you strike the right balance of ensuring exceptional customer experiences, managing to key performance indicators including retention and growth, and setting the strategic vision for Customer Success as Justworks grows</li> <li>An exemplary people manager- you invest in your people, and are always thinking about how to develop their skills, provide them with new experiences, and grow their knowledge about partnering and managing customers in our complex and ever changing industry</li> <li>A problem solver- you genuinely enjoy figuring out how and why things work, and looks to optimize for the customers and scale for Justworks</li> <li>A proactive relationship builder- you partner with key stakeholders, including our customers and internal, cross-functional partners, to ensure the growth of the business and that the Customer Success team is best-in-class.</li> </ul> <h1><strong>Your Success Profile</strong></h1> <h2><strong>What You Will Work On</strong></h2> <ul> <li>Lead, expand and mentor the CSM team by setting the strategy, prioritizing Objectives and Key Results (OKRs), as well as hiring, training and developing a world-class team.</li> <li>Drive customer lifetime value by ensuring customers maximize the value our services and product provides. </li> <li>Co-create and execute a customer-led revenue generation strategy in partnership with the Director of Growth & Retention, activating the named business into measurable pipeline and recurring revenue.</li> <li>Own revenue targets and operating rhythms for Customer Success, identifying and prioritizing opportunities while ensuring trust with the named book is not jeopardized.</li> <li>Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization.</li> <li>Partner closely with the account development team to engage with existing customers to reach business revenue goals.</li> <li>Display a high level of professionalism and compassion when working with employees and customers.</li> <li>Perform other duties, as needed, based on department and/or organizational needs.</li> </ul> <h2><strong>How You Will Do Your Work</strong></h2> <p>As a Director, Customer Success, <em>how</em> results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:</p> <ul> <li><strong>Consultative</strong>-Takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.</li> <li><strong>Tak